Message sent to guest is missing from the Vrbo Inbox

When a guest sends you a message from the Vrbo inbox, Guesty automatically adds a proxy email to that guest that ends with the domain @messages.homeaway.com. This address is what enables the flow of communication between a booking channel's messaging platform, Vrbo in this case, and Guesty. Since the proxy email is automatically set as the primary email address for guest communication in this case, any message you send to the guest will be received in the Vrbo inbox.

However, if the guest did not send any message from the Vrbo inbox, Guesty will not be able to add the proxy email to the guest, and any message you send in response will have no way of reaching the Vrbo inbox, including Automated Messages.

You can confirm this is the case by checking the guest's email addresses in Guesty: If only their personal email address is saved, all messages are sent to the guest's personal email and reach their private inbox.

To receive messages in the Vrbo inbox:

  1. Ask the guest to reach out to you from the Vrbo inbox. This will automatically give them a proxy email address, ending with the domain @messages.homeaway.com.
  2. Mark this email as their primary address for communication.

Note:

Messages will not be pulled into Guesty retroactively. Only new messages received since the above set up is complete will be pulled into Guesty and displayed in the Inbox.

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